Tranz Metro Communications - Customer Communications review for the Johnsonville Line

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Tranz Metro Communications - Customer Communications review for the Johnsonville Line
Tranz Metro Communications

      Customer Communications review for the
                Johnsonville Line
1. Purpose
The purpose of this document is

2. Background

“-Services on the JVL are experiencing delays of approximately 10 minutes due to slippery track
conditions. Updates to follow.”

This is an all too familiar text to Johnsonville Line passengers over the past year and a half.

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Tranz Metro Communications - Customer Communications review for the Johnsonville Line
•     During a slip disruption, RTI boards said shuttle between Ngaio and Johnsonville and
            buses between Ngaio and Wellington. The word shuttle is confusing. Also, RTI boards not
            clear on whether or not buses or trains are running.

Below are some of the suggestions we have received from passengers about how we can
communicate to them better and more efficiently.

      •     It could be grateful if you could run an audit to ensure that all delays are going into the
            system.
      •     Many of the delays were put on the Tranz Metro text system as "operational reasons", but
            when he asked train staff why they were late, the answer was slippery tracks. In our view,
            the information given to passengers needs to be as accurate and consistent as possible.
      •     Surely if the system temporarily cannot show the correct information it would be better
            switched off.
      •     It would be better if you said "train" instead of "shuttle", because it is not clear whether a
            "shuttle" means a bus or a train, In fact, everybody went to wait at the bus stop and we
            only made it because the driver saw us and happened to pick us up.

4. Proposal
To try and minimise the effect that delays have on the on time performance of the Johnsonville
Line, KiwiRail and Greater Wellington Regional Council trialled a new morning and afternoon peak
timetable last October that proved successful. The hope now is to have this timetable
implemented as soon as practicable, taking into account the roster changes and associated notice
periods, plus the availability of additional rolling stock.

Attached is a copy of the proposed new timetable for the Johnsonville Line. The main features
are:

      •     Morning Peak - An increase in journey time from 21 minutes to 23 minutes for services
            travelling from Johnsonville to Wellington. Services from Wellington to Johnsonville will
            now be scheduled to take 28 minutes. (the additional time is designed to allow recovery in
            the timetable on services with lower patronage)

      •     Evening Peak - The timetable will reverse in the afternoon. Services from Wellington to
            Johnsonville taking 23 minutes and services from Johnsonville to Wellington taking 28
            minutes.

      •     Providing more regularity for passengers travelling during peak travel periods, with
            services departing every 15 minutes from Johnsonville during morning peak, and every 15
            minutes from Wellington during afternoon peak.

      •     An extra Friday night service (9.32pm), which would bring the Johnsonville Line into line
            with both the Kapiti Line and Hutt Valley Line in terms of Friday night service coverage.

      •     To run this timetable we require a minimum of eight two car Matangi trains, which would
            run as four, 4-car Matangi services. It is preferable that Matangi Mark 2 trains that have
            wheel dampeners are used.

            The graphic below displays the service pattern based on a 15 minute departure timetable
            for the Morning Peak from 7.00am until 8.00am.

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5. Timeframe
Rolling stock and staffing

We have a proposed implantation date of Sunday 25 October. Below is a schedule of key dates

for tasks to be completed or implemented by our Operations and Service Support Team.

 Operations tasks                            Start date             Lead in   Completion date
                                                                    time

 Have the time table                         Monday, 3 August       1 weeks   Friday, 7 August
 agreed with GWRC

 Start writing new roster                    Monday, 10 August      3 weeks   Friday, 28 August

 Consultation with roster                    Monday, 31 August      2 weeks   Sunday, 13 September
 representatives

 Consultation with staff                     Sunday, 13 September   6 weeks   Saturday, 24 October

 Implementation of new                       Sunday, 25 October     N/A       N/A
 timetable

Tasks to be done in parallel with time table introduction
 Operations tasks                            Start date             Lead in   Completion date
                                                                    time

 New berthing/rolling stock                  Thursday, 1 October    2 weeks   Wednesday, 14 October
 arrangements

Communications
If we were to implement the new timetable on Sunday, October 25, KiwiRail would require a
minimum of four weeks to ensure that passengers are informed of the timetable change (Monday,
28 September). A further three weeks would be required from the implementation date to make
changes to both OMS and VIX Horizon, so that the Real Time Information system is able to track
services operating to the new timetable.

5. Costs
Whilst this proposal offers additional services, adding to customer satisfaction and potential
patronage growth, the costs of implementation are expected to be small. From the initial
assessment of the proposed timetable there are minimal impacts on staff numbers and the
additional vehicle km should not translate to extra maintenance costs due to the time based
maintenance limits prescribed by the Unit Maintenance Plan.

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6. Conclusion
It is expected that with a more realistic timetable, delays to services on the Johnsonville Line will
be minimised and our passengers will see improvement in the reliability of services. The new
timetable should alleviate the pressure that small delays cause to services and eliminate the
knock on effect that they have.

The different journey times, depending on the time and direction of the service, prioritises the
majority of passengers travelling during the peak travel periods, which makes this timetable
commuter friendly.

Providing Johnsonville Line passengers with services that depart on a clock face timetable will
create better certainty for passengers and falls into line with other commuter rail systems
throughout the world.

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